Newell Brands Sr. Customer Service Specialist in Winchester, Virginia

Position Title: Customer Service Sr. Specialist

Location: Winchester, VA

Reports to: Customer Service Manager

Member of team responsible for the overall management of an assigned strategic customer base, including customer communications, trouble-shooting, order management, service performance, and vendor compliance. Assists in the management of all aspects of the demand chain process; from receipt of order to delivery, including involvement with inventory/forecasting, claims resolution, sales and marketing support.

Responsibilities & Duties:

  • Serve as primary point of contact for assigned strategic accounts involving all aspects of customer service.

  • Maximize customer satisfaction through accurate and timely order management.

  • Develop and implement strategies and processes for continuous improvement in customer servicing.

  • Assist Sales & Marketing with promotional and program follow-up and interface to ensure effective implementation.

  • Identify customer’s key measurements and vendor requirements

  • Resolve and report discrepancies in service scorecard within required timeframe

  • Identify trends negatively impacting performance and cost of failure & collaborate with Cost of Failure Analyst to address / avoid fines

  • Serve as Liaison to functional areas within business by providing necessary information on customer expectations and service performance results; securing cooperation and involvement as necessary

  • Resolve and report discrepancies in product availability

  • Manage and maintain EDI, portal and manual orders.

  • Have complete understanding and working knowledge of account profile, special order instructions, and customer master information

  • Maintain accurate account profile and tables

  • Support new product/program initiatives

  • Effectively channel/communicate necessary information internally/externally as appropriate

  • Provide account status to sales representatives and managers as appropriate

  • Respond to all customer inquiries: telephone, e-mail, facsimile, in a professional and timely manner

  • Serve as backup to other assigned accounts

Key Qualifications:

  • Previous experience in Customer Service

  • Previous experience in SAP and CRM systems preferred

  • Excellent verbal, written and presentation skills. Will have direct contact with Customers.

  • Ability to influence and negotiate

  • Solid analytical, critical thinking, and decision making skills

  • Proficient in Microsoft Office suite; including Excel, Word, PowerPoint

  • Work effectively within dynamic team environment, with other departments, and various levels of management, sales personnel and customers

  • Willingness to accept and ability to manage responsibility with minimum supervision

  • Good working knowledge of systems and order flow process

  • Ability to work overtime as needed

  • Some travel may be required

Newell Brands (NYSE: NWL) is a leading global consumer goods company with a strong portfolio of well-known brands, including Paper Mate, Sharpie, Dymo, EXPO, Parker, Elmers, Coleman, Jostens, Marmot, Rawlings, Oster, Sunbeam, FoodSaver, Mr. Coffee, Rubbermaid Commercial Products, Graco, Baby Jogger, NUK, Calphalon, Rubbermaid, Contigo, First Alert, Waddington and Yankee Candle. For hundreds of millions of consumers, Newell Brands makes life better every day, where they live, learn, work and play. Newell Brands and its subsidiaries are Equal Opportunity Employers and comply with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.